‎TBT3-UDZ USBC connection to Dell XPS 15 stopped working

Thunderbolt TBT3-UDZ
1

Purchased ‎TBT3-UDZ on March 2nd, 2021 still within the 2-yr limited warranty period. Always worked with my XPS 15 laptop until last night. When plugged the USBC cable into the laptop, no device that was connected to the ‎TBT3-UDZ woke up or detected, such as the external monitor, speakers or ethernet cable. The USBC port on the XPS 15 was checked with another device and worked. Restarted the laptop and still no connection to ‎TBT3-UDZ. Checked the USBC cable provided by ‎TBT3-UDZ, plugged it into a cellphone, and the cellphone was detected by the laptop, so the USBC cable was fine. Tried different USBC ports on ‎TBT3-UDZ and none detected the laptop and woke up other connected devices. When the problem happened did hear a little pop sound in ‎TBT3-UDZ.

2

Hello Victor,

Thank you for reaching out to Plugable Support!

I am sorry to hear that you are running into issues with your TBT3-UDZ, but I would be happy to help diagnose the issue.

First, some steps we’ll want to take are to perform a power-cycle of the unit to reset its internal hub chipset. We’ve seen that this can often restore the dock back to a working state when one or more of its functions are not quite working. To do this, please follow these steps:

  1. Disconnect all USB peripherals and displays connected to the dock
  2. Disconnect the docking station from host machine, then disconnect the power adapter from power
  3. Leave unplugged for 1 minute for power to dissipate
  4. Connect docking station initially into power only
  5. Connect docking station to host machine, then connect USB peripherals and displays, then test for functionality

Please let me know if this helps at all.

If the power cycle does not help, I’d like to take a look at some log files from our PlugDebug diagnostics tool to see if we can diagnose any issues from them. However, we are unable to exchange files via the support forum, so I’d like to aske that you reach out to us directly via email and I can help you retrieve logs there. To find our support email, simply search for “Plugable Support Email” in your search engine and send us an email with the subject line “Ticket #381930” and I will be able to continue helping from there.

Thank you,

Evan
Plugable Technologies
www.plugable.com/support

3

Hi Evan,
The power recycle didn’t work. I’ve sent a email to support with the ticket # as the subject. Further detail is provided in it. Thanks.

dps017

4

Hi Evan,

Any more suggestions? Maybe a replacement unit?

5

Hello Victor,

I believe in our last interaction over email, you mentioned that you were going to try out the BIOS update. Have you had the chance to try it out? If so, did the update help at all?

Thank you,

Evan
Plugable Technologies
www.plugable.com/support

6

Hi,
BIOS update performed successfully. Connected the dock and laptop by TB3 cable. Tried extending the screen to the external monitor. Same issue remained.

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